Unable to view open Jira tickets, and notifications are not coming through

[Srivastava_ Riya]

I have raised a few tickets, and my team has also raised some. However, I am unable to view or open any of them.

Additionally, I am unable to log in and keep receiving an error message. I have pasted the error details below for reference.

Could you please look into this issue and assist? 

https://id.atlassian.com/join/user-access?resource=ari%3Acloud%3Ajira%3A%3Asite%2F955eb577-a21f-466a-adcc-213b68ede72b&continue=https%3A%2F%2Fvsco.atlassian.net%2Fbrowse%2FDP-116337

[Arkadiusz Wroblewski]

Hi @Srivastava_ Riya 

The database sync message means Jira is having trouble provisioning your account's app access, not just a permission problem. If you are a customer, ask your team for the Help Center portal link instead of using internal /browse/ URLs.

If you're an internal user/agent, ask your Org Admin to verify your JSM app access, group assignments, and project permissions.

In case these are correct and the error continues, they should contact Atlassian Support. Please also edit your post to remove the direct ticket URL for privacy.

Please also understand we are also Community members and cannot just like that check your instance.

Best,

Arek🤠

[Germán Morales]

Hi @Srivastava_ Riya ,

The link in your post is an internal Jira work-item link ending in /browse/..., not a Jira Service Management customer-portal link. If you raised these requests as a customer, sign in to the help center with the same email address, select your avatar, then Requests. Use Created by me to view your own requests.

Requests raised by colleagues will only appear when they are shared with you as a request participant or with a customer organization you belong to. Ask the service team to send the customer-facing portal link instead of the internal Jira link. Atlassian explains the available filters in the customer requests list.

Because notifications are also missing, the project admin should confirm that each affected work item has a Customer Request Type and that your account is the reporter or a request participant, then review the email logs. A request without a Customer Request Type cannot be viewed in the portal and does not trigger customer notifications.

If you are supposed to work on these requests as an agent rather than access them as a customer, an organization or user-access admin must grant Jira Service Management app access and add you to the service project team. Please also remove the full site URL and work-item key from this public post.

[Joseph Chung Yin]

@Srivastava_ Riya 

I agreed with the two other responses.  It is not clear if you are an internal user or a customer who submitted the JSM issues.

Here is the Atlassian Support URL - https://support.atlassian.com where you can obtain further assistance from them.

As this is a Community posting, we don't have access to your site, thus we are not able to check your site setup.

Sorry.

Best, Joseph